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Fact Sheet
5 Days/Classroom/ITL1039
Background
IT Infrastructure Library (ITIL®) is a collection of Best Practices for the management and delivery of IT services and IT infrastructure. Because of decades of constant revision, these Best Practices have become a de-facto standard for the IT departments of all types of organizations. These Best Practices cover key Service Management processes, such as Incident Management, Problem Management, Release Management, Change Management, Service Level Management, Financial Management, Service Continuity Management, and Availability and Capacity Management.
ITIL® also recommends the concept of a Service Desk that is designed to improve the function of the conventional Help Desk. The core ITIL guidelines are currently available in a series of eight books.
ITpreneurs’ ITIL® courses take an intensive, IT Process Competence training solutions approach. The courses provide the learner with the essentials of the best practices of ITIL® processes adopted worldwide. ITpreneurs develops the courses using a customizable and integrated training program approach to enable a knowledge-driven learning process.
ITIL ® is a Registered Trade Mark, and Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.
Course Description
This course focuses on the implementation and management of the processes and functions involved in managing exceptions in normal infrastructure control and service delivery. These include being able to organize an effective Service Desk function, along with the related Incident and Problem Management processes. These processes are aimed at optimizing quality of service by effectively responding to incidents and problems, as well as proactively preventing their occurrence. The Service Desk supports users in the use of IT services and takes care of restoring the service in the event of a disruption.
The key objectives of the Support and Restore Practitioner training are:
Managing
· Plan the key activities in the Service Desk function and the Incident and Problem Management processes.
· Plan the exchange of appropriate information relevant to managing the Support and Restore processes.
· Initiate actions to ensure that key activities in the Support and Restore processes meet predefined and pre-established
objectives.
· Plan the monitoring of and reporting on the performance and achievements of activities in the Support and Restore
processes.
Organizing
· Organize the exchange of appropriate information with other processes.
· Maintain procedures.
· Organize the structure of the Service Desk function.
· Set up Service Desk responsibilities, functions, employee levels, and technologies.
· Organize the handling of incidents.
· Organize relationships.
· Organize problem and error control.
· Organize proactive Problem Management.
Optimizing
· Monitor and optimize Support and Restore processes.
· Propose improvements based on the results of monitoring and/or reviews.
Prerequisites
· The ITIL® Foundation certificate.
· Before taking the Practitioner examination, the candidate must have attended accredited training and successfully
completed the practical assignments.
· Two years of relevant work experience.
Learning Objectives
At the end of this course, you will be able to:
· Define the requirements and activities of an effective Incident and Problem Management process.
· Identify areas where a given Incident Management process could be improved.
· Identify the requirements of the support tools and associated equipment required to improve the Service Desk and Incident
Management process.
· Determine the requirements for and the consequences of SLAs, OLAs, and Underpinning Contracts (UCs) on Service Desk
activities.
· Describe the requirements of communication at the appropriate level, with both customers and the IT organization.
· Define the contents of effective management reports based on Key Performance Indicators that will be of use to Incident
Management, Problem Management, and Service Level Management processes.
· Explain how these processes relate with other Service Support processes.
· Understand the reactive and proactive activities involved in Problem Management.
· Produce management information.
Audience
ITIL® Process Practitioners and Process Owners.
Course Organizational Logistics
· Up to 16 participants
· An additional instructor available for the classroom training in case there are more than 12 students in the class.
5 Days/Classroom/ITL1039
Background
IT Infrastructure Library (ITIL®) is a collection of Best Practices for the management and delivery of IT services and IT infrastructure. Because of decades of constant revision, these Best Practices have become a de-facto standard for the IT departments of all types of organizations. These Best Practices cover key Service Management processes, such as Incident Management, Problem Management, Release Management, Change Management, Service Level Management, Financial Management, Service Continuity Management, and Availability and Capacity Management.
ITIL® also recommends the concept of a Service Desk that is designed to improve the function of the conventional Help Desk. The core ITIL guidelines are currently available in a series of eight books.
ITpreneurs’ ITIL® courses take an intensive, IT Process Competence training solutions approach. The courses provide the learner with the essentials of the best practices of ITIL® processes adopted worldwide. ITpreneurs develops the courses using a customizable and integrated training program approach to enable a knowledge-driven learning process.
ITIL ® is a Registered Trade Mark, and Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.
Course Description
This course focuses on the implementation and management of the processes and functions involved in managing exceptions in normal infrastructure control and service delivery. These include being able to organize an effective Service Desk function, along with the related Incident and Problem Management processes. These processes are aimed at optimizing quality of service by effectively responding to incidents and problems, as well as proactively preventing their occurrence. The Service Desk supports users in the use of IT services and takes care of restoring the service in the event of a disruption.
The key objectives of the Support and Restore Practitioner training are:
Managing
· Plan the key activities in the Service Desk function and the Incident and Problem Management processes.
· Plan the exchange of appropriate information relevant to managing the Support and Restore processes.
· Initiate actions to ensure that key activities in the Support and Restore processes meet predefined and pre-established
objectives.
· Plan the monitoring of and reporting on the performance and achievements of activities in the Support and Restore
processes.
Organizing
· Organize the exchange of appropriate information with other processes.
· Maintain procedures.
· Organize the structure of the Service Desk function.
· Set up Service Desk responsibilities, functions, employee levels, and technologies.
· Organize the handling of incidents.
· Organize relationships.
· Organize problem and error control.
· Organize proactive Problem Management.
Optimizing
· Monitor and optimize Support and Restore processes.
· Propose improvements based on the results of monitoring and/or reviews.
Prerequisites
· The ITIL® Foundation certificate.
· Before taking the Practitioner examination, the candidate must have attended accredited training and successfully
completed the practical assignments.
· Two years of relevant work experience.
Learning Objectives
At the end of this course, you will be able to:
· Define the requirements and activities of an effective Incident and Problem Management process.
· Identify areas where a given Incident Management process could be improved.
· Identify the requirements of the support tools and associated equipment required to improve the Service Desk and Incident
Management process.
· Determine the requirements for and the consequences of SLAs, OLAs, and Underpinning Contracts (UCs) on Service Desk
activities.
· Describe the requirements of communication at the appropriate level, with both customers and the IT organization.
· Define the contents of effective management reports based on Key Performance Indicators that will be of use to Incident
Management, Problem Management, and Service Level Management processes.
· Explain how these processes relate with other Service Support processes.
· Understand the reactive and proactive activities involved in Problem Management.
· Produce management information.
Audience
ITIL® Process Practitioners and Process Owners.
Course Organizational Logistics
· Up to 16 participants
· An additional instructor available for the classroom training in case there are more than 12 students in the class.
